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Quarterly - Performance Measures

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Changes

  • Oct 2020 - We are only tracking KPI's that can be accurately computed. so the following were dropped: ***

Confluence note

https://confluence.sacsewer.com/pages/viewpage.action?spaceKey=IT&title=Metrics%2C+KPIAs%2C+and+Quarterly+Reports

Second confluence note – review and update process

https://confluence.sacsewer.com/display/IT/2018-19+Q4+Report+Highlights


9/24/2020 – Slacked from Jeff

I have an update on metrics and KPIAs.  Long-term, I want to get you completely out of these to, but in the meantime, we are drastically reducing what we are going to report on!  Please see this page: https://confluence.sacsewer.com/pages/viewpage.action?pageId=45188983 Note the "Data Reliability" column.  All those red/low will no longer be reported on, and you can remove those from your monthly/quarterly process.

If you have any questions, please let me know.  I don't know how much you care about why this is happening (but it came from Matt!).  I am happy to share, though, if interested!

7/13/2020 – on the next quarterly – send out jira tasks, rather than email messages.

4/13/2020 – conversion with Marty

I could on future messages ask specifically critical down time failures.

What I have been pondering is instead of telling them to update the sharepoint pages, to send me the information in the form of an email response.

I could do something like


Who

Down Time

Critical failures

Explanation

Timesheet (SASD)

Mark




Sharepoint Submissions

Louella, Amit, Cassandra







Section 1 – Jan 1 - Send a request to people for information

  • Prepare a new quarterly report in the following folder: https://confluence.sacsewer.com/display/IT/Quarterly+Reports Use Draft at the end
  • Prepare a batch of tasks, I have a template in Z:\Programming\District Quarterly Reports\Scripts look for JiraQuarterlyImportRaw.txt statements. Start by creating a copy of this (or the latest) to accommodate this quarter.
  • Prepare a BatchFile from JiraQuarterlyImportRaw
  • Jira > Issues > Import Issues from CSV  (** 4/13/2021 - I created a bulk create configuration file and stored it in Z:\Programming\District Quarterly Reports\Scripts. Maybe it can be used to speed things up **)
    • Setup tab
      • CSV Source File - specify the BatchFile file you just created 
    • Settings
      • Import to Project  = IT Operations
      • date format = dd/MMM/yy h:mm a → MM/dd/yyyy h:mm a
    • Map Fields
      • Component → Component/s
      • Description → Description
      • DueDate → Due Date
      • IssueType → Issue Type
      • NtUserName → Assignee
      • Summary → Summary
    • Map Values
      • Press Validate
      • Press Begin Import
    • View the results. 
      • Open each one in a new tab
      • Clean up the text (if there is a typo)
      • Add a related task to the monthly/quarterly task.

Section 2 – Jan 1 - Make snapshots of the data

Jan 1 – Start the monthly Process

Monthly Service Level Processing


Section 3 – the 9th of the month - Gather Responses

Earlier Jira Tasks were sent out to people to report on quarterly highlights. Those highlights were recorded in Confluence to this space: Quarterly Reports

Goal – show accomplishments, not work in progress.


Now update Sharepoint Accomplishments

Here is where the official ISD Quarterly reports are kept

http://inside.sda.saccounty.net/isd/admin/SharedDocuments/Forms/AllItems.aspx

Look for the folder named ISD Quarterly Reports, 2020-2021, look for the quarter we are updating.

If one for the new quarter doesn't exist, then clone from a prior period.

Update the quarterly report with reported highlights reported in Confluence.

  • According to Becky we want what has been accomplished, not what is in progress.
  • Dave prefers it really simplified.


Section 4 – Add Counts to Quarterly reports

Navigate to the Service Levels Page: Service Levels

Open the latest service levels page.


Check out the latest KPI's document from 

WIP - http://inside.sda.saccounty.net/isd/admin/SharedDocuments/Forms/AllItems.aspx?RootFolder=%2fisd%2fadmin%2fSharedDocuments%2fISD%20Key%20Performance%20Indicators%20%28KPIAs%29&FolderCTID=&View=%7b1FB66C2F%2d35A3%2d4C72%2d929D%2dADD77CA8C417%7d - This folder (Shared Documents: ISD Key Performance Indicators (KPIAs) ) contains a spreadsheet - I think this is just a interediary page but I am not sure.

  • transpose the numbers contained in the Service Levels - Monthly Data to this spreadsheet  (spreadsheet rows 37-40)(For April, May, Jun 2021 - use the numbers from March, April, May in confluence)
  • This computes the quarterly average



Update the Quarterly Report - Information Technology Help Desk support section with the numbers from the last 3 months.


Update the Quarterly pages on Sharepoint

Here is our confluence page

At this point these should be updated


Here are pages that need updating

The quarterly report should be updated with information from respondants


Section 8 - Finally


Gather the Application Enhancements and Customer Service items together and deliver to Jeff.

I think it will need to be posted into the quarterly report

http://inside.sda.saccounty.net/isd/admin/SharedDocuments/Forms/AllItems.aspx | ISD quarterly reports | 2019-2020

or

http://inside.sda.saccounty.net/isd/admin/SharedDocuments/Forms/AllItems.aspx?RootFolder=%2fisd%2fadmin%2fSharedDocuments%2fISD%20Quarterly%20Reports%2f2018%2d2019

or

http://inside.sda.saccounty.net/isd/admin/SharedDocuments/Forms/AllItems.aspx?RootFolder=%2fisd%2fadmin%2fSharedDocuments%2fISD%20Quarterly%20Reports%2f2019%2d2020&FolderCTID=&View=%7b1FB66C2F%2d35A3%2d4C72%2d929D%2dADD77CA8C417%7d


3 sections


Todo: on that quarter average tab, show the monthly totals also. It will fit better.


  • Section 2 is the Information Technology Highlights
  • Section 2 – is the Information Technology Customer Service

** don’t forget to update the numbers and the tables


Send a message to Jeff to review this

To: Jeff Vail

CC: Matt Doyle

Subject

Quarterly Report Review needed


Body

--

Jeff,

(I believe) Matt is expected to produce a quarterly report from ISD.  It's a summary of what has happened with Matt's team over the last quarter.

In the past, I would gather some metrics and send a message out to different IT folk to get a summary of big changes that have happened in IT for the last quarter. This quarter, I’m running this purely from what was posted in the Change Management channel in slack.

This data is now being kept in the following confluence pages


I put this data into Matt's quarterly document, which is being managed at

http://inside.sda.saccounty.net/isd/admin/SharedDocuments/Forms/AllItems.aspx?RootFolder=%2fisd%2fadmin%2fSharedDocuments%2fISD%20Quarterly%20Reports%2f2020%2d2021&FolderCTID=&View=%7b1FB66C2F%2d35A3%2d4C72%2d929D%2dADD77CA8C417%7d


Can you review the "ISD  FY20-21 4th Qtr Rpt" to see that it looks OK? Can you review and update the Information Technology Highlights section?


Thanks

--


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